Technical Support Specialist

4 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia WEE Full time

Job Summary

The Technical Support Executive is responsible for providing technical assistance and operational support to clients, including complex account management tasks, EIP allocation, and backup account creation. The role also involves analyzing monthly support tickets, maintaining process documentation, and contributing to workflow standardization to ensure service quality and operational efficiency.

Key Responsibilities

  • Account Setup & Backup Management
  • Create and manage backup accounts as part of operational readiness and client support.
  • Ensure account configurations meet security and usage standards.
  • Client Support & Issue Handling
  • Handle client requests and inquiries related to technical account management, EIP allocation, and other advanced operational tasks.
  • Provide timely and accurate resolutions while maintaining high service quality.
  • Collaborate with internal teams to troubleshoot and resolve system or access issues efficiently.
  • Monthly Ticket & Performance Analysis
  • Compile and analyze monthly support ticket data to identify common issues, performance trends, and areas for improvement.
  • Prepare monthly analysis reports for management and process optimization.
  • Process Standardization & Documentation
  • Review and refine operational workflows to enhance efficiency and consistency.
  • Maintain accurate and updated technical documentation to support team reference and training.

Requirements

  • Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 1–3 years of experience in technical support, operations, or system administration.
  • Strong analytical and problem-solving skills with attention to detail.
  • Must be able to communicate fluently in both English and Mandarin (spoken and written).
  • Familiarity with EIP systems, account management tools, or CRM platforms is preferred.
  • Proficiency in Microsoft Office (especially Excel and PowerPoint for reporting and analysis).
  • Strong teamwork, responsibility, and adaptability in a fast-paced environment.

Core Competencies

  • Technical proficiency and troubleshooting ability.
  • Strong analytical and reporting skills.
  • Excellent communication and collaboration across teams.
  • Process-oriented mindset with a focus on continuous improvement.
  • Bilingual fluency (English and Mandarin) for effective client and internal communication.

Job Types: Full-time, Permanent, Contract

Contract length: 12 months

Pay: RM3, RM6,500.00 per month

Benefits:

  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

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